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From YouTube: CQC People's experience of care engagement session
Description
In the latest of our engagement sessions, join Kate Terroni - Chief Inspector of Adult Social Care, Jill Morrell - Head of Public Engagement and Natalie Mullen - Regulatory Policy Officer as they introduce the work we are doing to develop how we use people's experiences of care in our regulatory model.
We were also joined by Sam Willacy, who came along to share his story and talked to us about living the life he wants to live.
A
So
much
for
giving
up
an
hour
and
a
half
of
your
time
to
come
and
join
us
at
cqc
to
talk
about
hearing
the
voice
of
people
who
draw
on
care
in
how
we
regulate
my
name's
kate,
terrani,
I'm
the
chief
inspector
of
adult
social
care-
and
this
is
a
topic.
That
is
the
reason
I
get
out
of
bed
in
the
morning.
So
I'm
very
excited
to
be
joined
today
by
a
wealth
of
people
with
loads
of
experience
in
this
area,
particularly
shout
out
to
my
colleagues
in
think.
A
Bob
really
pleased
to
be
joined
by
our
colleagues
from
tlap
as
we
go
through
these
conversations
today.
So
if
we
move
on
to
the
next
slide,
steph
we're
just
going
to
do
a
quick
bit
of
housekeeping
we've
all
been
on
these
calls
for
a
long
long
long
long
time,
but
I
bet
you
every
day
that
you
do
meetings,
there's
still
someone
who
talks
before
they've
taken
themselves
off
mute.
So
just
a
quick,
hopefully
friendly
reminder
about.
Please
pop
yourself
on
me
when
you're
not
talking.
A
If
you
want
to
ask
anything,
raise
your
hand
and
we
will
come
to
you
we'll
keep
our
chat
box
open,
and
so,
if
you
don't
fancy
talking
in
front
of
a
large
group,
but
you
want
to
get
your
thoughts
across
pop
any
comments
or
chats
in
the
chat
box,
and
we
will
either
address
them
as
they
come
in
or
we
will
answer
them
at
the
end.
So
I'm
really
pleased
to
have
you
here
today.
That's
a
bit
about
housekeeping.
Let's
have
a
look
at
the
next
slide.
A
A
A
There
are
four
kind
of
key
planks
to
our
strategy,
but
the
one
we
are
focusing
in
on
today
is:
how
do
we
realize
our
ambition
in
our
strategy
about
the
voice
of
people
who
draw
on
care
being
the
start
and
finish
and
bedded
embedded
throughout
everything
that
we
do?
So
that's
what
you're
here
hopefully
today
to
discuss
with
us
and
we
will
we
will
get
to
that
after.
A
We
have
had
a
very
important
reminder
about
why
this
all
matters
so
much
so
sam
without
further
ado,
if
you
want
to
start
taking
control
of
the
screen-
and
we
will
transition
seamlessly
over
to
you
for
some
far
funkier
slides
and
as
wonderful
as
our
slides
are
lovely
team,
far
funkier
slice
than
we
we've
got
so
without
further
ado.
Sam
over
to
you.
A
B
B
B
Living
the
life
I
want
to
live.
This
is
my
story
from
supported
living
to
my
own
home.
I
was
born
and
bred
in
kendall,
but
was
sent
to
shoesby
to
college.
This
was
the
leaving
party
that
I
had
when
I
left
shrewsbury
back
in
2014,
where
I
was
at
college.
People
were
sorry
to
see
me
leave.
I
had
lots
of
friends
in
shrewsbury.
B
B
B
B
I
didn't
really
like
living
there.
Through
the
help
from
an
independent
advocate,
I
moved
out.
I
then
moved
to
a
flat
in
supportive
living
called
estelle
house.
When
I
moved
in.
I
thought
it
was
right
for
me.
After
a
period
of
months
things
weren't
working
for
me
it
was
really
badly
managed
and
the
bins
were
always
overflowing.
They
had
mice
and
rats
running
around.
I
could
see
them
every
time.
I
went
near
I'm
scared
of
rats
and
mice.
B
B
B
B
It
was
agreed
that
the
hours
that
the
support
provider
were
providing
were
transferred
to
me
to
use
as
a
direct
payment
to
employ
my
own
personal
assistance
to
enable
me
to
live
the
life
I
want
to
live,
but
I
was
told
that
if
it
didn't
work
out,
then
I
wouldn't
be
able
to
afford
to
go
back
to
a
support
company.
This
really
worried
and
upset
me.
I
sat
down
with
my
advocate
and
discussed
what
I
wanted
to
do
with
my
budget.
My
advocate
said
to
me:
have
you
thought
about
employing
this
person?
B
B
I
feel
that
is
the
most
valuable
skill
it
wouldn't
have
made
a
difference
to
me
if
they
had
any
qualifications.
Since
getting
my
pas,
I've
started
getting
back
into
walking
and
riding,
but
continue
to
feel
where
I
was
living
wasn't
right
for
me,
we
had
a
meeting
with
my
personal
assistants
and
circle
of
support.
B
B
I
viewed
a
property
which
I
liked
and
put
in
an
application
form.
I
quickly
received
great
news.
I
could
rent
the
property
I
started
crying
with
joy.
I
am
thankful
that
the
landlord
knows
I
am
on
benefit
and
is
fine
about
it.
I
have
now
been
living
where
I
am
since
august
2020.
It
is
an
amazing
bungalow.
I
can
now
go
out
to
my
bins
and
hang
out
my
washing,
which
I
couldn't
do
for
so
long.
My
family
can
park
round
to
see
me
at
any
time
too.
B
B
Finally,
in
the
words
of
making
it
real,
I
can
live
the
life
I
want
and
do
the
things
that
are
important
to
me
as
possible,
I'm
creating
with
respect
and
dignity.
I
feel
safe
and
I'm
supported
to
understand
and
manage
risks.
I
am
supported
to
manage
my
health
in
a
way
that
makes
sense
to
me.
I
have
people
in
my
life
who
care
about
me,
family,
friends
and
people
in
my
community.
B
B
What
would
have
helped
social
care
isn't
about
systems
and
structures?
It's
about
people
and
relationships.
The
only
way
you
can
get
it
right
is
by
working
with
people
who
draw
on
care
and
support
as
equal
partners
and
see
us
as
your
allies
and
assets,
and
thank
you
for
taking
the
time
to
listen
and
I'll.
Just
let
you
check
me
tonight
wow
and
I'm
just
going
to
stop
sharing
this.
That's
it.
A
Or
you
can
you're
getting
a
round
of
applause?
Some.
You
may
not
be
able
to
see
that
while
you're
busily
switching
the
tech,
but
there
is
a
round
of
applause
coming
and
yes,
thank
you
so
much
sam
steph.
If
you
want
to
start.
Oh,
oh,
that's
one
of
the
biggest
round
of
applause.
I've
seen
okay
steph.
If
you
want
to
get
back
up
on
the
other
slides
that
would
be
fabulous.
A
All
of
that
is
is
not
acceptable
and
not
it's
not
going
to
help.
Someone
have
a
high
quality
of
life
and
then
hearing
your
transition
to
having
more
choice
and
control
and
forming
a
relationship
with
your
personal
assistants
and
then
moving
to
your
own,
independent,
independent
living
within
a
flat
is,
is
just
fantastic.
A
So
thank
you
so
much
sam
and
with
regard
to
the
we
statements
as
we
will
talk
about
in
a
minute,
you
are
absolutely
preaching
to
the
converted
on
on
that
and,
as
you
were
talking,
I
was
thinking
again
about
clinton
and
clinton
who's.
The
chair
of
think
local
act.
Personal
and
clinton
has
these
fabulous
catchphrases
that
just
stick
in
your
head
forever
and
clinton.
A
long
time
ago
said
to
me
good
social
care.
A
Kate
is
about
helping
someone
have
a
life,
not
access
a
service,
and
I
I
couldn't
agree
with
that.
Couldn't
agree
with
that.
More
so.
Thank
you,
sam
I'm
just
going
to
do
a
couple
of
slides
and
before
I
hand
over
to
jill,
so
the
slide
in
front
of
you
looks
a
little
technical,
but
basically
what
this
slide
is.
Is
it's
a
diagram
about
our
current
regulatory
model?
So
it's
a
diagram
that
shows
how
we
register
providers
and
there's
a
kind
of
quality
bar
that
providers
need
to
meet
in
order
for
us
to
register
them.
A
So
that's
our
current
regulatory
model.
The
next
slide
just
reminds
you
a
bit
about
our
developing
thinking,
along
with
our
new
strategy,
so
our
strategy
talked
about
us
wanting
to
have
a
wide
range
of
tools
to
regulate
so
that
we
don't
have
the
same
model
of
regulating
regardless,
but
that
is
more
flexible
depending
on
the
type
of
place
we're
looking
at
and
the
types
of
concerns
we
may
or
may
not
have
we
want
to
get
better
at
having
all
the
information
we
have
on
one
one
service,
one
provider
within
one
place.
A
We
want
to
continue
to
strive
for
consistency,
and
some
providers
will
say:
that's
not
what
they
experience
and
we
are.
We
are
continually
striving
to
ensure
consistency,
and
we
want
to
make
sure
that
we
hear
people's
experiences
in
every
aspect
of
our
business
and
we
want
to
have
ratings
that
are
less
static.
So,
prior
to
the
pandemic,
we'd
go
out,
inspect
a
service
put
a
rating
up
and,
depending
on
that
rating,
we
may
not
go
back
to
that
service.
For
you
know
to
us
for
years
if
it
was
a
service
that
was
doing
good.
A
I
statements
and
embed
that
into
how
we
regulate
so
the
ice
statements
are
sam,
manthusam
is
has
been
co-produced
with
a
huge
number
of
people
and
it
takes
everything
back
to
what
matters
to
a
person
about
being
able
to
be
an
active
member
of
the
community
and
having
information
that
is
presented
in
a
way
that
makes
sense
and
having
health
and
care
joined
up
around
them.
So
we've
had
a
long
conversation
about.
Can
we
use
the
ice
statements
and
how
we
assess
the
quality
of
care?
A
And
it's
been
a
bit
of
a
it's
been
an
interesting
conversation
so
in
adult
social
care,
I
think
in
a
quicker
way.
It
made
sense.
So
when
we
talked
about
social
care
providers,
when
he
talked
about
social
inspectors,
they
were
much
quicker
to
say.
Yes,
you
know
the
person
is
the
expert.
We
should
be
doing
the
ice
statements,
I
think
for
some
of
our
health
partners.
A
That
would
also
make
sense
when
we
think
about
our
new
role
around
assuring
local
authorities
and
our
emerging
thinking
about
cqc's
role,
with
integrated
care
systems
as
well.
So
so
what
does
the
I
statements?
Look
like
when
you're
looking
at
how
an
integrated
care
system
is
improving
outcomes
for
local
members
of
the
population,
so
at
the
top
of
our
our
triangle,
we've
got
our
key
questions
and
we're
looking
at
whether
they
can
be
based
on
our.
I
statements
and
the
next
layer
down
in
in
our
in
our
triangle.
A
Is
our
ambition
to
have
a
much
smaller
number
of
quality
statements.
So
if
people
are
getting
good
quality
care,
this
is
what
it
should
look
like.
So
we
want
them
to
be
simpler,
clearer,
easier,
if
you're
a
provider
to
say
that's
what
I've
got
to
deliver
easier
for
a
member
of
public
to
say.
Good
good
care
looks
like
this.
A
The
third
bit
of
the
the
triangle
is
thinking
about
what
evidence
do
we
need
to
capture
and
if
you
provide
her
on
the
phone
on
this
call
you'll
know
that
it
can
be
pretty
broad
the
information,
the
evidence
that
we
get
together
and
again.
We
want
to
hang
that
down
and
we've
got
kind
of
six
areas.
If
you
can
squint,
it's
maybe
a
little
smaller
on
your
screen.
It's
a
bit
smaller.
My
screen.
A
A
What
we
want
to
do
is
through
the
observation,
as
a
very
key
tool,
be
able
to
identify
it
and
write
reports
that
really
bring
to
life
for
commissioners,
so
those
people
who
are
buying
these
very
expensive
packages
of
care
for
people
what
it
actually
feels
like
to
be.
You
know,
secluded
to
be
segregated
to
be
restrained,
etc.
So
observation
is
a
really
core
plank
of
how
we
will
gather
evidence.
A
We've
then
got
processes
so
looking
at
whether
people
have
got
the
right
policies
and
procedures
in
place
and
then
critically
outcomes
for
care.
So
you
can
have
the
best
policies,
the
most
beautiful
environment,
all
the
boxes,
tick,
but
actually
does
it
mean
that
the
person
in
receipt
of
that
service
is
getting
really
good
quality
outcomes
and
that's
what
absolutely
matters
and
then
towards
the
bottom
of
the
triangle.
We've
got.
A
D
You
thank
you,
kate
and
hello.
Everybody.
Thank
you
for
the
time
to
talk
to
you
about
this
work
today,
so
I'm
jill
morrell,
head
of
public
engagement,
working
in
the
engagement
team
and
I'm
leading
a
work
stream
around
making
sure
that
we
use
people's
experiences
much
better
in
our
new
regulatory
model.
D
So
before
we
go
into
the
rest
of
the
slides,
I
just
wanted
to
say
something
about
the
importance
of
this
work.
So
at
cqc
we
rightly
say
that
people
are
at
the
center
of
what
we
do
and
that,
as
kate
said,
that's
why
we're
here?
That's
what
gets
us
out
of
bed
in
the
morning
and
our
new
strategy
really
reflects
that
with
that
very
clear
ambition
to
have
regulation
driven
by
people's
experiences
and
needs.
D
So
the
first
is
a
public
listening
service.
As
you
can
see
here,
we've
described
it
in
that
way.
It's
a
working
title
and
I
think
we
need
to
really
test
whether
that
is
a
good
way
of
describing
this
work,
but
that's
what
we
provisionally
called
an
inclusive
public
listening
service
and
the
second
is
a
public
information
service
that
meets
people's
needs.
D
So
we
make
the
best
use
across
our
operating
model
of
the
experiences
that
people
take
the
time
to
share
with
us,
often
at
great
cost
to
themselves.
So
why
are
people's
experiences
important
to
cqc?
We
know
it's
the
right
thing
to
do
obviously,
and
we
have
a
statutory
duty
to
do
it,
but
more
than
that
people's
experience
as
an
incredibly
valuable
source
of
intelligence,
we
can
use
for
multiple
purposes
across
our
work.
D
All
of
the
things
that
are
so
important
for
cqc
to
understand
people
live
in
systems
as
well
and
experience
multiple
services
and
often
the
gaps
that
we
know
exist
between
different
services
when
they
transfer
between
them,
and
we
also
need
to
recognize
that
people's
experiences
are
a
unique
source
of
intelligence
too.
Their
experiences
could
range
from
a
star
rating
on
a
google
review
to
a
very
complex
narrative
about
their
story,
and
we
need
to
think
about
what
those
very
different
types
of
experiences
can
tell
us
and
how
they
should
be
used.
D
We
need
to
think
about
who's,
sharing
that
experience
with
us.
What
services
are
they
using
how
often
etc?
So
we
can
give
appropriate
weight
to
those
experiences,
and
we
know
that
people's
experiences
can
help
us
identify
risks
and
take
action,
but
if
we
use
them
better,
they
can
also
enable
us
to
target
our
work
more
effectively.
Make
our
reporting
more
relevant
to
people
flag
to
us.
D
The
first
sign
that
the
quality
of
care
might
be
changing
for
better
or
worse,
expose
inequalities,
identify
themes
and
trends,
understand
people's
changing
needs
and
expectations
again,
as
sam
reminded
us,
and
help
us
with
horizon
scanning
and
future
planning
and
more
widely
listening
and
acting
on.
Those
experiences
is
vital
to
improving
the
quality
of
care
and
to
empowering
and
incentivizing
people
to
speak
up
and
to
be
part
of
our
collective
endeavor
to
improve
care.
D
So
what
would
it
look
like
to
people
using
services?
What
difference
would
it
make?
So
what
we
want
to
achieve
is
that
people
would
feel
that
their
feedback
was
welcomed
and
valued.
It
was
easy
for
them
to
do
so.
They
were
supported
to
feedback
if
they
needed
it,
wherever
they
did
it,
it
would
reach
the
right
people
they'd,
be
confident.
D
D
For
example,
if
we
heard
from
an
individual
in
a
care
home
that
their
food
often
arrives
cold
or
coal
bells
aren't
answered
quickly
enough
in
themselves,
we
may
think
that
that
might
not
warrant
regulatory
intervention.
But
even
if
we
were
to
combine
those
experiences
with
other
data,
for
example,
the
numbers
of
falls
in
a
service,
a
frequent
changes
registered
manager,
it
could
indicate
an
emerging
change
in
quality
in
that
service,
when
we
can
use
data
science
techniques
to
spot
these
linkages,
if
our
data
is
structured
in
a
way
that
enables
this.
D
And
we'll
talk
a
bit
more
about
that.
Later,
we
also
know
that
we
need
to
increase
the
volume
and
range
of
experiences
that
we
hear
to
drive
that
engine
of
smarter
regulation,
and
there
are
many
areas
to
explore
here
and
test
so
that
we
understand
what
the
best
sources
of
those
experiences
are,
and
a
key
part
of
that
in
our
newest
in
our
new
assessment
framework
is
that
we
want
to
consider
how
we
can
work
with
providers
and
systems
who
have
that
primary
accountability
for
listening
to
people
and
acting
on
their
experiences.
D
It's
also
of
critical
importance
that
we're
able
to
when
people
take
the
time
to
share
their
experiences
with
us,
we're
able
to
report
back
on
what
we've
done
about
it.
How
we've
acted
on
it?
It's
vital
that
we're
able
to
do
this
so
that
people
feel
encouraged
and
incentivized
that
it
to
do
it
and
that
it's
a
thing
worth
doing,
because
it's
contributed
to
changing
the
quality
of
care.
D
We
could
move
on
to
the
next
slide.
Please
I'm
going
to
hand
over
to
my
colleague,
natalie
who's
been
doing
some
really
excellent
work,
drafting
our
principles
around
how
we
use
people's
experiences.
So
we
can
be
really
clear
with
providers
and
members
of
the
public
about
how
we
do
that
over
to
you,
natalie.
E
But
essentially
what
this
slide
shows
is
a
draft
set
of
overarching
people's
experience,
principles
and
we've
been
working
on
developing
these
overarching
principles
to
really
guide
our
approach
to
how
we
incorporate
people's
experiences
across
all
the
different
areas
of
our
new
regulatory
model.
So
thinking
back
to
that
sort
of
pyramid
triangle
diagram
that
kate
spoke
to
earlier,
these
principles
are
gonna
guide.
How
we
implement
people's
experiences
across
across
that
model.
E
The
principles
set
out
at
a
fairly
high
level,
how
we
will
value,
how
we'll
gather,
how
we'll
use
people's
experiences
across
the
work
that
we
do.
Some
of
the
principles
are
really
about
how
we'll
value
people's
experiences.
They
talk
about
people's
experiences
driving
our
regulation
about
valuing
people's
experiences
in
the
same
way
that
we
do
other
sources
of
information.
E
E
D
Thanks
natalie,
as
natalie
said,
what
what
the
next
step
of
this
is
is
to
work
on
a
framework
for
how
these
are
enacted.
So
what
do
they
mean
in
reality?
What
do
they
mean
in
practice
if
we
are
to
implement
these
principles
across
our
work?
And
we're
really
looking
forward
to
talking
to
you
at
a
later
date
about
that
enactment
and
and
if
we
can
get
to
that
today
as
well,
that
that
would
be
incredible
so
next
slide,
please.
D
D
D
Another
plank
of
this
is
the
work
that
we
need
to
do
to
support
people
to
share
their
experiences
with
cqc.
So
there's
some
work
going
on
at
our
contact
center
to
make
sure
that
we
have
accessible
systems
in
place
that
people
can
use
and
that
the
people
who
work
in
our
contact
center
are
expertly
trained
in
supporting
people
to
share
their
experiences
and
capturing
the
right
sort
of
information.
D
When
that
happens,
the
fourth
area
is
obviously
the
work
that
the
local
teams
do
when
they
are
assessing
a
service
or
when
they're
continuously
monitoring
a
service,
and
that's
obviously,
absolutely
vital
that
we
are
engaging
with
all
of
the
various
groups
locally,
who
represent
people
who
use
services.
I'm
thinking
of
local
health
watch
advocacy
services,
in
particular
for
some
types
of
service,
the
local,
voluntary
and
community
sector,
patient
participation,
groups
and,
obviously
the
work
that
goes
on
when
we're
actually
on
site
talking
to
people
and
also
when
we're
not
on
site.
D
D
So
if
we
could
move
to
the
next
slide,
please,
okay!
So
now
we're
going
to
the
breakout
room
steph.
I
think
and
we're
asking
these
three
questions,
but
please
feel
free
to
comment
in
any
way
that
you
like
on
the
slides
that
I've
just
presented.
So
we're
asking.
Are
these
the
core
elements?
Are
these
the
core
elements
that
you'd
expect
to
see
us
focusing
on
and
based
on
these
principles?
D
C
Amazing,
thanks
jill.
I
think,
if
anybody
kind
of
has
any
comments
or
questions
about
the
presentation,
if
you
could
just
pop
them
in
the
chat,
so
I
think
we're
just
running
just
slightly
behind
time
and
and
I
think,
if
we
could
get
going
into
the
breakout
rooms
discussions,
that
would
be
great,
so
I'm
just
gonna
start
the
rooms.
Now.